Sears Customer Service Issues

Hello, I am writing to address the ongoing issue we have been facing with our GE Refrigerator through Sears Home Services. The refrigerator broke down a month ago, and the recent repair visit left us disappointed as the repairman did not have the necessary compressor. Now, we are told it's on back order. This situation has caused us to dispose of $[redacted].00 worth of food and endure the inconvenience of living without a functioning refrigerator during a heatwave. We are seeking clarification on how Sears plans to compensate us for the inconvenience, the wasted food, the time and effort spent dealing with service appointments and delays, and the backordered part. We hope that Customer Service can provide a satisfactory resolution for all the promises that were not fulfilled during this frustrating experience. Best regards, Daniel and Evelynn Alotta 23 Long Street Lake Grove, NY [redacted] (preferred contact: [redacted])

I've been experiencing challenges contacting the warranty department regarding the replacement of my defective bottom freezer/refrigerator, and the process has been quite frustrating. In two separate instances, I was left on hold for two hours before being disconnected by a customer service representative. This lengthy wait time is unacceptable, and being abruptly cut off is discourteous. There is ample documentation on the faulty appliance, and Sears is aware that it is problematic. Despite a recent repair on Saturday, August 22, [redacted], the refrigerator still fails to cool. The technician has recommended multiple times that the defective bottom freezer/refrigerator be replaced, but Sears has not taken any action to resolve the issue. I kindly request prompt contact at [redacted] to facilitate an exchange. Sincerely, Julie L. Account under my husband's name - Mark L. [redacted] Waterfront Drive Tuscaloosa, AL [redacted] [redacted]

On August 10, [redacted], a Sears technician visited my home to fix my refrigerator. After identifying the issue and locating the necessary part, he mentioned it was no longer available. He assured me he would look for it, and if unsuccessful after ten days, Sears would provide a new refrigerator. Today, August 26, [redacted], sixteen days later, I'm still waiting. My food is in a small fridge in the garage, and my attempts to contact the service department since August 24, [redacted], have been unsuccessful. I've spent about four hours on hold without reaching anyone. Please contact me to discuss this matter. Thank you. Gennaro A. [redacted] (Service Order #[redacted][redacted])

I have had four refrigerators in the last year, and I am currently waiting on approval for the fifth one due to a parts issue. All of the refrigerators have been lemons, and they were all Kenmore. I spoke to a representative last Friday, which was the 30th day of waiting for my 5th replacement refrigerator. Sears hasn't offered anything for my troubles, and this situation has been extremely inconvenient. This was meant to be a gift for my mother, and as her son, I find this situation embarrassing. I just called and was informed that the decision will take another 24-48 hours. I feel undervalued as a customer and bullied by Sears. I am looking for answers, compensation for my troubles, and a solution to this ongoing issue. My case number is #[redacted], issued today, 09-02-[redacted].

I purchased a dishwasher in-store on 6/23. It was delivered on 7/1, but the installer couldn't get it to work. After multiple rescheduled delivery dates, the latest being 9/7, I was just notified of another delay to 10/14. The installer also took away our previous functioning dishwasher. I have spent approximately $[redacted] on this purchase. I am requesting an immediate cancellation of the order, a refund via check instead of store credit for all payments made, and removal of the installed dishwasher. The store of purchase is closed, and there are no other open Sears stores nearby that I am aware of. Please contact me at [redacted]. Salescheck #: [redacted]33. Thank you. - S. Bartholomew

Hello, I am a customer who has experienced significant delays and inconvenience with my order of a Kenmore 5 cu.ft. chest freezer from Sears. I have been given three different delivery dates, causing alarm and frustration. When contacting customer service, the experience has been equally frustrating with automated responses and lack of resolution. If Sears cannot deliver the freezer as promised on September 15, [redacted], I request a full refund for order # [redacted]34 (white). Delivery to the Sears store is preferred to save on the $85 home delivery fee. If this issue is not resolved by the specified date, I will pursue a refund. Thank you.

I placed an online order through Sears almost 2 months ago using the "Why not lease it" program. Shortly after ordering, I realized my address on file was incorrect. I contacted Sears right away to rectify this, but despite multiple attempts and promises of address changes, I never received my items. The marketplace sellers claim UPS is investigating the missing packages, but nothing has turned up. One item was even sent to the wrong address altogether. I have reached out countless times to both the sellers and Sears without any resolution. "Why not lease it" has been deducting money from my account for items I don't have. I need the order cancelled, a refund issued, and an order cancellation number to provide to the leasing company. I am frustrated by the lack of progress and the continuous delays.

I placed an order for a refrigerator on August 31, [redacted] (Order #[redacted]26). Originally set for delivery on September 11, [redacted], the delay until September 21, [redacted] prompted me to buy elsewhere due to urgent need. I've unsuccessfully tried canceling the order several times, receiving unhelpful advice. Need assistance canceling, not delivery updates.

I have been attempting to contact your team via phone for the past week regarding my warranty expiration on August 29, [redacted]. Despite an open service appointment, two parts are still missing for the transmission replacement. I was informed the parts are back-ordered, with no confirmed restocking date available. After being advised to explore alternative solutions due to the uncertain availability of the parts, I encountered difficulty in obtaining a replacement for the tractor or service credit refund. My attempts to clarify this matter led me to the benefits and claims department. However, my call was transferred without notice, resulting in extensive wait times and lack of resolution. Since it has been more than a month, I am seeking guidance on the next steps to address this issue promptly. For further communication, please contact me at [redacted]. Thank you.

I need assistance urgently with my washing machine. After waiting four months for a repair technician who came on 9/14/[redacted], I thought the issue was fixed. However, once I started a load, the cycle completed, but the lid remained locked with the red light on. I cannot open it to remove the wet clothes inside. I require someone to come to my home today, 9/15/[redacted], or tomorrow, 9/16/[redacted], to help me open the lid. Please send someone promptly as I don't want the clothes to mildew and smell.

Yesterday, I accidentally left my upright freezer door open for about 5 hours, causing defrosting and water on the floor. I consulted the manual and set the temperature to 2 degrees Fahrenheit, the usual setting for the freezer. The display showed 23 degrees Celsius. After unplugging and plugging the freezer back in, I tried adjusting the temperature with the buttons but it fluctuated between 23 degrees Celsius and 10 degrees Celsius, with "Hi Temperature" displayed. I eventually set it to 10 degrees Fahrenheit after switching the display to Fahrenheit mode. This morning, I found the temperature at -3 degrees Fahrenheit. I'm seeking guidance on how to lower the temperature back to 2 degrees Fahrenheit with clear steps. Thank you.

I utilized Sears Home Services to assess problems with my Maytag range. During the service on June 27, [redacted], I made a payment of $[redacted].00, with the service order number [redacted]5 and service number [redacted][redacted]. I received two letters in July claiming I hadn't paid, referencing Account & Payment ID [redacted]. Despite trying to contact Sears Home Services to resolve this, there was no contact information provided. Even after receiving another letter in August, the billing issue remains unresolved. Sears Home Services customer support was unable to assist in rectifying the matter, mentioning they don't handle billing. They did provide an alternative email address, but my attempts to reach out have been fruitless. I hope to have this situation settled promptly, as it has been frustrating dealing with this billing error from a previously reputable company like Sears.

In [redacted], I purchased a Kenmore washer and dryer combo for my condominium. In April of the same year, it needed repairs while still under warranty. Two months ago, it broke down again. I contacted Sears Service, but the $[redacted] repair cost is unaffordable for me. It seems unfair for an expensive new appliance to malfunction within months of purchase. The technician mentioned that these units had wiring issues. I would like the unit repaired at no cost or replaced. I have been a loyal Sears customer, and all my appliances are from Sears. I trust their service and quality. I am reaching out for help since I cannot afford a new unit or the repair cost. I appreciate your assistance. I have the purchase receipt. Respectfully, Rosa Maria Colón.

In [redacted], I bought a Kenmore washer and dryer combo for my condo. In the same year, it needed repairs in April but was under warranty. Two months ago, it broke again. I contacted Sears Service, and the repair costs $[redacted], which I can't afford. It's unfair that an expensive new appliance breaks after just a few months. The technician mentioned that these units had wiring issues. I would like the appliance repaired for free or exchanged for a new one. I've been a loyal Sears customer, and all my appliances are from Sears. I trust their service and product quality. I rely on their goodwill and excellent service since I can't buy a new machine or afford the repair cost. I respectfully seek your ongoing assistance. I have the purchase receipt. Sincerely, Rosa Maria Colón.

My mother, Fanny T., has yet to receive the compensation for her refrigerator that has been pending for months. We require a prompt response as we are in the process of purchasing a new appliance. A Sears technician has assessed the refrigerator and confirmed the unavailability of parts, recommending a replacement. Despite numerous calls, we have not had any success in resolving this issue. We are determined to address this matter urgently. Regards, Leanita H., caregiver to Fanny T. residing at [redacted] unit #[redacted], Madeira Beach, FL [redacted].

I am dissatisfied with the Sears home repair on my Craftsman riding mower [redacted]15 on Oct. 9 and a follow-up visit on Oct. 14. The initial repair call aimed to adjust the cutting blades height to the specified 4 inches, as stated in the owner's manual. However, the mower could only cut up to 3 inches, causing scalping on my lawn. The first visit only raised the front cutting assembly, leaving the rear part cutting lower, resulting in an uneven cut. Upon a second repair call, I was informed that there was no way to raise the rear half on this model. The repairman recommended seeking a refund of $[redacted].54 charged to my VISA account on Oct. 9, [redacted], since the issue cannot be resolved.

My Sears Kenmore Elite refrigerator stopped working after just 2 years. A local licensed technician checked it and confirmed the compressor, which was made by LG, has failed. Since it's under warranty, LG referred me to their technician, but they cannot come for 9 more days. I informed customer service about the diagnosis in advance, requesting they send the part with the technician, but they couldn't guarantee it. I believe customer satisfaction is important. There have been lawsuits over LG compressors, and a law firm is seeking affected customers. It would be more efficient to give the technician the model and serial number in advance so they can bring the compressor when they visit, rather than having them come for diagnosis, then order the part separately, leaving me without a working refrigerator. I hope this proactive approach can be considered to avoid inconvenience for both the customer and the service technician. Best regards, M.K.

Subject: Sears Dishwasher Issues Dear Sears Customer Service, I am writing to bring to your attention the ongoing issues we have been experiencing with our dishwasher for the past 9 months. We have encountered problems such as mildew, foul odor, and poor cleaning performance, and despite various repair service visits, the problems remain unresolved. We have faced challenges with representatives providing conflicting information and have not received a satisfactory solution. Our attempts to seek assistance through multiple phone calls have been unsuccessful, with no response received regarding our concerns. If we do not receive a prompt response from your team, we may need to consider taking legal action. Please reach out to us urgently to address these persistent issues. Thank you for your attention to this matter. Best regards, Burton L. Phone: [redacted]

I bought a shop vac nine months ago on the Marketplace. Whenever we used it, the motor overheated and smelled of burning. We had to stop using it. Three weeks ago, I contacted Shop Vac because it caused an electrical breaker to trip after only 6 minutes of use. I gave them all the details such as the model number, my name, and address. They mentioned they would send a new one. When I tried to call the customer service line, I had trouble understanding the representative due to a bad connection. After a few unsuccessful attempts, I got a tone and then the call ended. The model of the vac is KC14-600c, 8 gallons, 6 horsepower. I am concerned about the safety issue and wondering what steps I can take next. Thank you for any assistance.

I have been attempting to seek assistance by phone and chat due to my ruptured water heater. After a chat session where I was promised a callback within 24-48 hours, which never happened, I engaged in another chat to schedule a technician for 10/30/20. Despite stressing the urgency of my situation - no water and a flooded basement - the agent said it was the best they could do until I received a callback. In desperation, I had to contact B-Cool Heating and Air Conditioning for help. During the visit, they faced challenges reaching Sears Warranty PABA team and dealt with heavy water flow from the heater. They replaced my water heater with an identical one as a repair was not possible. I possess the work order but have been unsuccessful in submitting it. My Master Protection Agreement number is #[redacted][redacted]. My attempts to get through to customer service have been frustrating, with repeated disconnections after lengthy holds. This experience is disappointing considering my long-standing loyalty to Sears for over 30 years.